Best Buy Pasadena

I had a very disappointing experience at this Best Buy location during a camera exchange. Before coming into the store, I contacted Best Buy customer service specifically to confirm whether I would be charged a 15% restocking fee if I exchanged my Canon R100 for a more expensive Canon R50. I was told by the customer service representative that the restocking fee would not apply if I was upgrading/exchanging rather than simply returning the camera. When I arrived at the store, I explained this and asked the associate/manager named Sushi (name as written on the card I was given) to honor what Best Buy customer service had already confirmed. Despite explaining that I had verified the policy before making the trip and deciding to proceed with the upgrade, he would not honor what I had been told. I was ultimately charged a $105 restocking fee, even though I was not walking away from Best Buy or simply returning the product — I was purchasing a more expensive Canon R50 from them. What was especially frustrating was that I took the extra step to contact Best Buy in advance specifically so there would be no surprises. I relied on the information their own customer service representative provided, only to be told something different once I was in the store. I understand that stores have policies, but when a customer verifies something directly with Best Buy before making a purchase decision, there should be some accountability and consistency between customer service and the store. This experience left me feeling like Best Buy did not stand behind the information its own representative provided. I’ve now had to escalate the issue to corporate in hopes of getting the $105 fee refunded.

Always helpful

Always love Best Buy great service

Nice place to visit with family.